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DEEP DIVE ON AVAYA BREEZE™
(FORMERLY ENGAGEMENT DEVELOPMENT PLATFORM - EDP)
Valerie Heath: Senior Manager, Avaya Breeze Evangelist and
Avaya Collaboratory Product Manager
Michael Killeen: Senior Product Manager, Avaya Breeze Platform
Thank you Sponsors!
Global
Sponsors
Gold
Sponsors
Silver
Sponsors
@Avaya
#AvayaATF
Join the
Conversation
© 2016 Avaya Inc. All right reserved 4
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 5
Consumers
Demand a more secure multi-touch experience
across all channels
Companies
Need to understand, predict and respond
to new digital consumer behaviors
DIGITAL TRANSFORMATION DRIVES THE NEED TO
PREDICT & RESPOND TO CONSUMER BEHAVIOR
• Preferred Devices • Any channel • Any touchpoint • Multi-modal
• Personalized experience • Context-aware • Based on analytics • Operational excellence
© 2016 Avaya Inc. All right reserved 6
VALUE CREATION & DIFFERENTIATION
Partner Enabled Services
Secure Fabric Networking
Messaging +
Communication
Platforms Analytics Open/Extensible
Team Engagement
Applications
Customer
Engagement
Applications
Avaya Breeze
Secure Fabric Networking
Partner Enabled Services • Professional Services
• Avaya Private Cloud Services
and Support
© 2016 Avaya Inc. All right reserved 7
WHY AVAYA BREEZE?
Making it easier to solve today’s business challenges
Rapidly bring applications to market at a lower cost
Continuously deliver new services and innovation
Build on existing IT investments. Tightly integrated with Avaya Aura
Platform
Scalable, highly available, secure
© 2016 Avaya Inc. All right reserved 8
EXAMPLE USES
Smart Workplace
Partner Rules based call redirect/ID
change and dynamic team
formation
Leading Global Bank Whitelisting app across 850
branches for staff to reduce logjam
in contact center
Leading Medical
Provider ‘Code red’ app for dynamic team
formation when there’s a network
outage
Large Outsourced
Contact Center Agent displays representing a
particular business for granular per
call/minute charge back
Avaya Partner Offer a rules-based call
block based on time of day,
area code, Do Not Call lists
Higher Education Building a reusable gateway text
messaging service to consistently
support other institutional
applications
© 2016 Avaya Inc. All right reserved 9
HOW DOES IT WORK?
Performance and Analytics
Omnichannel
Open APIs Avaya Aura® Platform
Centralized
System Manager
Media and
Video
Avaya Breeze
Avaya Aura®
Experience Portal
Avaya Aura®
Contact Center
Avaya Aura®
Call Center Elite
WebRTC
Avaya Engagement
Designer
RealTime
Speech
Context
Store
Work
Assignment
Mobile
Video
Reporting
& Analytics
Avaya and 3rd Party Snap-ins
Session
Manager
CUSTOMERS ENTERPRISE
Avaya
Interaction Center
AvayaLive™
Collaboratory
Scopia
iView
© 2016 Avaya Inc. All right reserved 10
KEY CAPABILITIES
Snap-ins simplify access to advanced capabilities, save time, promote reuse across
multiple apps
Build or embed real-time communications into
any application or process
Familiar Java and REST APIs and SDKs, detailed
telephony know how not required!
Use a common set of methods to invoke
voice, video, SMS text, email, presence services
Deploy applications with
built-in security, reliability, scalability
Developer sandbox & graphical design tools
reduce learning curve, speed development
© 2016 Avaya Inc. All right reserved 11
WHAT IS A SNAP-IN?
Applications, connectors, modular reusable code
Quickly create or integrate new capabilities into processes and apps
Use only the functionality you need
Standardize use of best practices
Reuse capabilities across apps
Avaya Snap-ins
Powered by Avaya Breeze
© 2016 Avaya Inc. All right reserved 12
Engagement Designer provides graphical design environment for implementing workflows
Context Store is a highly scalable, highly available in-memory data grid with a web service interface
The WebRTC snap-in make it easy to add click to call capabilities from any web application to any Avaya Aura® endpoint
Work Assignment selects the best resource (e.g. Agent) to handle a work request (e.g. call) based on a customizable set of attributes.
Real-Time Speech enables immediate detection of spoken phrases in two-party calls
AVAYA PROVIDED FOUNDATIONAL SNAP-INS
© 2016 Avaya Inc. All right reserved 13
Engagement Assistant provides hands free entry into voice or video conference. One number for all meetings on your calendar
Scopia Connector Provides Avaya Breeze integration with Scopia meetings to enable rapid collaboration and dynamic team formation
SMS Connectors Allows services to send inbound and outbound SMS messages using SMS API. Requires customer-provided SMS gateway or subscription to SMS service.
Email Connector Allows services to send emails (by using email API) and provides an email client that sends SMTP requests to email hosts which will send email out of the enterprise
APPLICATION SNAP-INS AND CONNECTORS
© 2016 Avaya Inc. All right reserved 14
AVAYA SNAP-INS
Core, applications, connectors, reusable best practices
3rd Party Developed
Enterprise Developed
IM & Presence
Scopia Video
SMS
Connectors
Co-Browsing Work Assignment
Presence
Real-time Speech WebRTC
Engagement Assistant
Engagement Designer
Call Park and Page
Applications
APS Offers: Avaya Smart Caller ID Avaya Call Redirection
Context Store Mobile Video
© 2016 Avaya Inc. All right reserved 15
AVAYA LIVE COLLABORATORY™ 3.1
Accelerating the Developer Community
Avaya Live Collaboratory
Avaya Aura®
Platform stack
Avaya Scopia®
video infrastructure Email & SMS
service support
Avaya clients & PSTN access
3 months US $999
3-month subscription incl. 3 instances of Tech support
Jumpstart without
up-front infrastructure upgrades
Available to customer/IT, channel partners, ISVs
and Systems Integrators alike
Pre-configured, ready
for immediate use includes Avaya Snap-
ins
Avaya Breeze 3.1, Engagement Designer,
Engagement Call Control, Context Store, Work
Assignment, Speech Search, and WebRTC,
Email, SMS, Scopia Video integration, logging,
etc.
Subscription model
First 60 days free for qualified accounts.
$999 per 90 day extensions thereafter
Avaya Breeze
• Secure access to a dedicated Avaya Aura sandbox
• Adds ASBCE to improve user experience by eliminating
need for OpenVPN client in most common use cases
• Pre-installed sample applications and WorkFlow
Definitions for common use cases.
Enterprise Corporate
Developers
ISV Developers
Systems Integrators
https://avayalive.com/collaboratory/
© 2016 Avaya Inc. All right reserved 16 16
MAKING IT EASY TO FIND, TRY AND BUY
COMMUNICATIONS APPLICATIONS
© 2016 Avaya Inc. All right reserved 17
THE AVAYA SNAPP STORE – OPENED MARCH 7, 2016
© 2016 Avaya Inc. All right reserved 18
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 19
WHAT IS AVAYA ENGAGEMENT DESIGNER?
Browser based tool to help Business and IT Analysts model their business processes and execute them without writing code.
Reduces time to market for engagement solutions dramatically.
Adaptive to change in solutions from ground-up.
Built on latest industry standards and technology.
BPMN 2.0 based (Business Process Modeling and Notation)
Allows Enterprise Architects, LOB heads, etc to visually model workflows that can then be executed
© 2016 Avaya Inc. All right reserved 20
WHAT IS BPMN?
OMG (Object Management Group) standard for flow-chart based notation to define Business Processes
ƒAn agreement between multiple modeling tools vendors, who had their own notations, to use a single notation for the benefit of end-user understand and training
ƒProvides a mechanism to generate an executable Business Process from the business level notation
A Business Process developed by a business analyst can be directly applied to a BPM engine instead of going through human interpretations and translations into other languages
Basic Shapes: • Circles – Events • Rectangles –
Activities or Tasks • Diamonds –
Gateways (Decision Points)
© 2016 Avaya Inc. All right reserved 21
AVAYA ENGAGEMENT DESIGNER – INVENTORY
Modules
Workflow Designer (Browser based HTML 5)
Workflow Engine (native BPMN 2.0)
Workflow Administration Console (Google Web Toolkit)
Workflow Instance View (Browser based debugging)
© 2016 Avaya Inc. All right reserved 22
WORKFLOW DESIGNER
Task Color Coding :
Green – Notification
Blue - External Services
Purple – Negative actions
Gold/yellow – Data
© 2016 Avaya Inc. All right reserved 23
WORKFLOW ADMINISTRATION CONSOLE
© 2016 Avaya Inc. All right reserved 24
WORKFLOW INSTANCE VIEW
© 2016 Avaya Inc. All right reserved 25
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 26
DYNAMIC TEAM FORMATION –
MEDICAL TEAM PAGING
A patient checks in to hospital for a medical
emergency
Engagement Development Platform sends
SMS and voice notifications to specialists to
attend patient in ER
Triage nurse identifies condition in patient
profile and needs a specialist team assembled
to address issue
Nurse requests help using medical team
creation service powered by Work
Assignment
© 2016 Avaya Inc. All right reserved 27
1. A couple expresses
interest in a new product
2. Branch manager brings
customer to private
conferencing kiosk
3. Manager assists
customer by requesting
a video kiosk session with
an expert.
4. Application creates
a context ID in Context
Store and sends a request
to expert finder workflow
5. Workflow receives
request, retrieves contextual
data (customer profile,
branch originating request)
6. Expert is located and
by Work Assignment
to sent to expert finder
workflow.
7. Workflow kicks off
Scopia video conference
between expert and branch
8. Expert consults with
couple on new product
9. After consultation,
details sent to Context Store
for future
customer engagement and
analytics
EXPERT FINDER SERVICES –
FINANCIAL SERVICES EXAMPLE
© 2016 Avaya Inc. All right reserved 28
Turn business objectives into
searches:
• Call drivers
• Policy adherence
• Repeat call indicators
• Indicators of dissatisfaction
• Outcome detection
• Key moment detection
ENTERPRISE WORKER & AGENT SCRIPT COMPLIANCE -
SEARCH FOR KEY PHRASES
© 2016 Avaya Inc. All right reserved 29
Customer Satisfaction Assured
“Need Assistance” Clicked Session Established Personalized Treatment Initiated
All Resources Engaged Co-Browsing Utilized
OMNI-CHANNEL ESCALATION COMPLIANCE -
EFFORTLESS ESCALATION FROM SELF SERVICE
© 2016 Avaya Inc. All right reserved 30
Self-Service Business
Process
CRM ERP Marketing IVR Contact Center Big Data
Customer Journey Record
Routing Analytics Web/
Mobile
Agent Transfer
Agent
CUSTOMER JOURNEY RECORD CREATION -
REAL TIME SESSION DETAILS
© 2016 Avaya Inc. All right reserved 31
Post Contact Survey
Claim Change Notification Customer Context Lookup Prioritized Personal Routing
Automated Change Confirmation
EXPERIENCE ORCHESTRATION -
USE CUSTOMER CONTEXT FOR CUSTOMER EXPERIENCE
IMPROVEMENT
© 2016 Avaya Inc. All right reserved 32
Enable Consumers to ‘Click to Call’ Browser to Seamlessly Connect Through to an Agent
Integrate real-time web communications
into the browser without plug-ins
Integrate with context store, providing relevant contextual data to
agents when consumer calls
are presented
Integrate with real-time speech to support audio driven menus
and to monitor agent script compliance
AVAYA WEBRTC SNAP-IN
Better application and tighter integration between web and telephony communications
The customer service on-ramp for the Web World
Richer, more seamless customer experience across different media
© 2016 Avaya Inc. All right reserved 33
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 34
WHAT IS A SNAP-IN?
A snap-in is a bundle of business logic that installs into and executes on Avaya Breeze
Different types of snap-ins:
– Application snap-ins
– Connectors
– Engagement Designer Workflows
– Dynamic Task Types
© 2016 Avaya Inc. All right reserved 35
DYNAMIC DEPLOYMENT OF AVAYA BREEZE SNAP-INS
Administrator PC System Manager
Avaya Breeze Element Manager
Whitelist Archive Whitelist Attributes
Administrator Acquires Service Archive File
Administrator “Loads” Service Archive. Whitelist Administrative Forms appear.
Avaya Breeze Element Manager “Installs” Whitelist Snap-in on all Breeze Instances in the cluster
Breeze 1
Call Control API
Ma
na
ge
me
nt
Virt Sec HA Scale
Whitelist
Breeze 2
Call Control API
Ma
na
ge
me
nt
Virt Sec HA Scale
Whitelist Whitelist
© 2016 Avaya Inc. All right reserved 36
VIEW OF HOW CONNECTORS ARE USED
Avaya Breeze
Collaboration Bus / Eventing Framework
Email Connector
SMS Connector
Email Server
Clickatell
REST SMTP
Scopia
Scopia Connector
Call and Media Control
Whitelist
Session Manager
AMS
HTTP
REST REST
Outbound Call Restrictions
Dynamic Team
Formation
Multichannel Broadcast
Identity Changer
© 2016 Avaya Inc. All right reserved 37
THINGS THAT CAN BE DONE WITH AN APPLICATION SNAP-IN
Call control via Java API
– Intercept, divert, block, allow, fork
– Drop participant, add participant
– Originate call
Media control via Java API
– Play announcements (including Text to Speech)
– Detect/send DTMF
– Automatic Speech Recognition (via VoiceXML)
Expose HTTP REST / HTML interfaces
Publish events into Engagement Designer and other snap-ins
Subscribe to events from other snap-ins
Expose interface over Collaboration Bus for Engagement Designer (via custom task type) and other snap-ins.
Leverage Avaya and Third-party Connectors via the Collaboration Bus
© 2016 Avaya Inc. All right reserved 38
SCENARIO #1: COMPLETE APPLICATION SNAP-IN
Avaya Breeze
Collaboration Bus / Eventing Framework
Email Connector
SMS Connector
Email Server
Webtext
REST SMTP
Scopia
Scopia Connector
Call and Media Control
Session Manager
AMS
HTTP
HTTP/ REST
Your Snap-in
Engagement Designer
Third-Party Connector
External System
HTTP
Eventing Framework Connector
All application logic goes here. Must be written in Java.
© 2016 Avaya Inc. All right reserved 39
SCENARIO #2: REMOTE APPLICATION WITH CONNECTOR /
CUSTOM TASK TYPE
Avaya Breeze
Collaboration Bus / Eventing Framework
Email Connector
SMS Connector
Email Server
Webtext
REST SMTP
Scopia
Scopia Connector
HTTP
HTTP/ REST or Other
Engagement Designer
Third-Party Connector
External System
HTTP
Eventing Framework Connector
Your Application
Your Connector
Third-Party Snap-in Your Task
Type
Primary application is external, uses any technology such as .NET, C++, NodeJS, etc..
Connector allows other snap-ins to access external application.
Task type allows workflows to access external application.
© 2016 Avaya Inc. All right reserved 40
SCENARIO #3: REMOTE APPLICATION LEVERAGING AVAYA
SNAP-INS VIA REST/HTTP
Avaya Breeze
Engagement Call Control
Your Application
WebRTC Context Store Real-Time Speech Co-Browse
© 2016 Avaya Inc. All right reserved 41
EXAMPLE – ENGAGEMENT CALL CONTROL – REST APIS
TPC Operation HTTP/Method URL
MakeCall POST /calls
DropCall DELETE /calls/{callId}
DropConnection DELETE /calls/{callId}/connections/{connectionId}
GetCallInformation GET /calls/{callId}
GetConnectionsByCallId GET /calls/{callId}/connections
GetConnectionDetails GET /calls/{callId}/connections/{connectinId}
TransferCall POST /calls/{callId}/connections/{connectionId}?action=transfer
RetrieveCall POST /calls/{callId}/connections/{connectionId}?action=retrieve
HoldCall POST /calls/{callId}/connections/{connectionId }?action=hold
AnswerCall POST /calls/{callId}/connections/{connectionId}?action=answer
RedirectCall POST /calls/{callId}/connections/{connectionId}?action=redirect
ConsultCall POST /calls/{callId}/connections/{connectionId}?action=consult
CompleteTransfer POST /calls/{callId}/connections/{connectionId}?action=completeTransfer
CompleteConference POST /calls/{callId}/connections/{connectionId}?action=completeConference
© 2016 Avaya Inc. All right reserved 42
SCENARIO #4: CONTEXTUAL INTEGRATION, VIA CONTEXT
STORE
Avaya Breeze
Engagement Designer
Your Application
WebRTC
Context Store
Customer Facing
Web Site
Agent Desktop
Web Application
Your Data
Application may never directly access Avaya Breeze, but important contextual data accompanies call from customer to agent. In other cases the application may directly access Context Store.
© 2016 Avaya Inc. All right reserved 43
Avaya Breeze
CONNECTORS ARE PLUGGABLE
Avaya Breeze
Collaboration Bus
Email Connector
Clickatell SMS Connector
Email Server
Clickatell
REST SMTP
Scopia
Scopia Connector
HTTP
REST
Collaboration Bus
Email Connector
Email Server
Webtext
REST SMTP
Scopia
Scopia Connector
HTTP
REST
Any developer can implement a Connector for a Channel by using the CB API and the defined message schema
New Connectors can be dynamically deployed like any other snap-in
In this case, the Avaya-provided Clickatell SMS Connector was replaced with a Webtext SMS Connector
Dynamic Team Formation code didn’t have to change to leverage new Connector
Dynamic Team
Formation
Dynamic Team
Formation
Webtext SMS
Connector
© 2016 Avaya Inc. All right reserved 44
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 45
OUTBOUND CALL FROM H.323 ENDPOINT TO PSTN
Alice (H.323)
Avaya Breeze Caller ID Changing Service
Session Manager
SBC / SIP Trunk Gateway
Communication Manager
PSTN
© 2016 Avaya Inc. All right reserved 46
INBOUND CALL FROM PSTN TO H.323 ENDPOINT
Alice (H.323)
Avaya Breeze Call Block Service
Session Manager
SBC / SIP Trunk Gateway
Communication Manager
PSTN
© 2016 Avaya Inc. All right reserved 47
INBOUND CALL FROM PSTN TO SIP ENDPOINT
Carol (SIP)
Avaya Breeze Call Block Service
Session Manager SBC /
SIP Trunk Gateway
PSTN
Communication Manager
Term Processing
Implicit Sequencing Explicit Sequencing
© 2016 Avaya Inc. All right reserved 48
OUTBOUND CALL FROM SIP ENDPOINT TO PSTN
Carol (SIP)
Avaya Breeze Caller ID Changing Service
Session Manager SBC /
SIP Trunk Gateway
PSTN
Communication Manager Orig
Processing
Implicit Sequencing Explicit Sequencing
© 2016 Avaya Inc. All right reserved 49
Communication Manager
OUTBOUND CALL FROM H.323 ENDPOINT TO ISDN TRUNK
Alice (H.323)
Orig processing
Avaya Breeze Caller ID Changing Service
Session Manager
Trunk Gateway
PRI
PSTN
Routing
© 2016 Avaya Inc. All right reserved 50
Communication Manager Orig and Term
Processing
AVAYA BREEZE IS NOT INVOKED FOR STATION TO
STATION H.323 CALLS
Alice (H.323) Bob (H.323)
Avaya Breeze Caller ID Changing Service
Call Block Service
Session Manager
X
© 2016 Avaya Inc. All right reserved 51
AVAYA BREEZE
ENGAGEMENT CALL CONTROL (3RD PARTY CALL CONTROL)
With the RESTful ECC snap-in you are able to perform the following functions in EDP 3.1
– Make a call, cancel a call, answer a call, end a call
– Consult transfer, single step transfer
– Hold or Retrieve a call
– Set or cancel call forwarding
– Voice mail connector to Avaya Aura Messaging
The Engagement Call Control (ECC) Snap-in provides REST APIs for CTI type of call control. The ECC Snap-in provides functional equivalency to the ACE SOAP Web Services
ECC has control and visibility of all CM calls including station to station, station to trunk, or trunk to station.
Avaya Aura
SIP
Clients
Avaya Breeze Engagement Call Control
REST API
AES
H.323
Clients
Legacy
Clients
External
Systems
CTI
© 2016 Avaya Inc. All right reserved 52
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2015 Avaya Inc. All rights reserved. 53
Video: Avaya Breeze™ - Collaboration Environment
https://youtu.be/N6sLXFetZdQ?list=PLVAvmhXSk-dqk4Kzt7L-iqZWLLeKpZDPi
© 2016 Avaya Inc. All right reserved 54
CURRENT CUSTOMER EXPERIENCE WHEN SEEKING
REFRIGERATOR TECHNICAL SUPPORT
1 Enter information on website
2 Find customer support number and dial it
3 Navigate IVR maze
4 Play 20 questions to establish identity
6 Get transferred to an expert
7 Wait while expert finds correct document
5 Tell the agent what you entered on website
© 2016 Avaya Inc. All right reserved 55
CUSTOMER EXPERIENCE WHEN SEEKING REFRIGERATOR
TECHNICAL SUPPORT THROUGH AVAYA BREEZE
1 Enter information on website
2 Find customer support number and dial it
3 Relevant documents appear as you further describe your problem.
2 Expert agent greets you by name and knows exactly why you are calling.
3 Navigate IVR maze 4 Play 20 questions to establish identity 5 Tell the agent what you entered on website
Get transferred to an expert 6 7 Wait while expert finds correct document
© 2016 Avaya Inc. All right reserved 56
Avaya Breeze™
SIP SIP/MSML
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
Contact Center Elite
Web Application
HTTP(S)
Internet SIP
Appliance Support
Web Site
Engagement Designer
Avaya Breeze
Context Store
Avaya Breeze
Work Assignment
SIP
Agent Desktop Web
Application
Real Time Speech
WebRTC
Media
SIP
Media
WebRTC Snap-In
Putting the Snap-ins Together to Create a Seamless Support Experience
© 2016 Avaya Inc. All right reserved 57
Avaya Breeze
SIP SIP/MSML
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
Contact Center Elite
HTTP(S)
SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP
Agent Desktop Web
Application
Real Time Speech
WebRTC
Media
SIP
Media
WebRTC Snap-In
Step 1: Store context, generate authorization token, initiate call
Web Application
Internet
Appliance Support
Web Site
Avaya Breeze
Context Store
© 2016 Avaya Inc. All right reserved 58
Avaya Breeze
SIP
Contact Center Elite
SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP
Agent Desktop Web
Application
Real Time Speech
SIP
Media
Step 2: Validate authorization token, set up WebRTC media stream, launch SIP call
Web Application Appliance Support
Web Site
Avaya Breeze
Context Store
SIP/MSML
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet
© 2016 Avaya Inc. All right reserved 59
Avaya Breeze
SIP
Contact Center Elite
SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP
Agent Desktop Web
Application
Real Time Speech
SIP
Media
Step 2: Validate authorization token, set up WebRTC media stream, launch SIP call
Web Application Appliance Support
Web Site
Avaya Breeze
Context Store
SIP/MSML
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet
© 2016 Avaya Inc. All right reserved 60
Avaya Breeze
SIP
Contact Center Elite
SIP
Agent Desktop Web
Application
Real Time Speech
SIP
Media
Step 3: Read context, request resource, start wait treatment.
Web Application Appliance Support
Web Site
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet SIP
Engagement Designer
Avaya Breeze
Work Assignment
Avaya Breeze
Context Store
SIP/MSML
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
© 2016 Avaya Inc. All right reserved 61
Avaya Breeze
Context Store
Avaya Breeze
SIP
Contact Center Elite
SIP
Agent Desktop Web
Application
Real Time Speech
SIP
Media
Step 4: Assign resource, stop wait treatment, route call.
Web Application Appliance Support
Web Site
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP/MSML
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
© 2016 Avaya Inc. All right reserved 62
Avaya Breeze
Context Store
Avaya Breeze
SIP
Contact Center Elite
Agent Desktop Web
Application
SIP
Media
Step 5: Real-Time Speech intercepts call
Web Application Appliance Support
Web Site
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP/MSML
AMS 7.5** AMS 7.5** Avaya Media Server
SIP
Real Time Speech
Session Manager
© 2016 Avaya Inc. All right reserved 63
Avaya Breeze
SIP
Media
Step 6: Screen pop application retrieves context, displays to agent
Web Application Appliance Support
Web Site
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP/MSML
AMS 7.5** AMS 7.5** Avaya Media Server
SIP
Real Time Speech
Avaya Breeze
Context Store
SIP
Contact Center Elite
Agent Desktop Web
Application Session Manager
© 2016 Avaya Inc. All right reserved 64
Avaya Breeze
SIP
Media
Step 7: Documents shown to agent as phrases are spoken
Web Application Appliance Support
Web Site
HTTP(S)
WebRTC
Media
WebRTC Snap-In
Internet SIP
Engagement Designer
Avaya Breeze
Work Assignment
SIP/MSML
SIP
Avaya Breeze
Context Store
SIP
Contact Center Elite
Session Manager
AMS 7.5** AMS 7.5** Avaya Media Server
Real Time Speech
Agent Desktop Web
Application
© 2016 Avaya Inc. All right reserved 65
HIGH LEVEL DEPLOYMENT DIAGRAM
SIP SIP/MSML
PSTN
Providers
ASM 6.2 FP1* ASM 6.2 FP1* Session Manager
AMS 7.5** AMS 7.5** Avaya Aura® Media
Server
CM 6.2 ES CM 6.2 ES Communication
Manager /
CC-Elite
Web Application
HTTP(S)
Internet
WebRTC
Clients WebRTC
Clients WebRTC
Clients
SIP
DMZ
Web Application
SIP/MSML
H.323
Clients
HTTP(S)
STUN/
SRTP/
DTLS STUN/
TURN/
SRTP/
DTLS
SIP
Clients
SIP
H.323
General Purpose Avaya Breeze Cluster
PAL / SSAL
HTTP Load Balancer
WebRTC Snap-In
HTTP Load Balancer
SIP/MSML
Reverse
Proxy Reverse
Proxy
Work Assignment
Snap-In
Avaya Session
Border
Controller for
Enterprise
Context Store Snap-In
© 2016 Avaya Inc. All right reserved 66
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 67
AVAYA AURA® ARCHITECTURE
IP Office
System
Manager
SBC
SIP
Trunks PSTN
SIP SM SM SM
SM SM SM
Avaya Breeze
Avaya Breeze
Avaya Breeze CM
CM CM
SIP
SIP Hard and Soft
Endpoints
Third Party
SIP Phones
SIP SIP
CS 1000 CM
SIP
3rd Party
Equipment
CM PS PS AAM AAM
Avaya Aura®
Media Servers
© 2016 Avaya Inc. All right reserved 68
AVAYA BREEZE
ARCHITECTURE
IVR Mobile Web Social
Customer
Load Balancer
WAS WAS WAS
Breeze3.0 Breeze3.0 Breeze3.0
Grid Grid Grid
PU PU PU
PU PU PU
ReST ReST ReST
© 2016 Avaya Inc. All right reserved 69
IVR Mobile Web Social
Customer
Load Balancer
WAS WAS WAS
Breeze3.0 Breeze3.0 Breeze3.0
Grid Grid Grid
PU PU
PU
PU PU
PU
ReST ReST ReST
AVAYA BREEZE
HIGH AVAILABILITY
© 2016 Avaya Inc. All right reserved 70
AVAYA BREEZE HA PLUS GEO REDUNDANCY
SM SM
SM
SIP
System
Manager
SM
Breeze Breez
e Breeze
Breeze
Breeze
Breeze Breez
e Breeze
Breeze
Breeze Breeze
Breeze Breeze
Breeze
Breeze Breeze
Breeze Breeze
Breeze
Breeze
Breeze Breez
e Breeze
Breeze
Breeze
Each Avaya Breeze Cluster Connects to the SM Core with Up to 5 Instances
(Servers)
Up to 5 Clusters Are Supported (and Tested).
© 2016 Avaya Inc. All right reserved 71
AVAYA BREEZE CLUSTER HIGH AVAILABILITY
Breeze
Breeze
Breeze
Each Avaya Breeze Cluster is N+M Redundant – Supporting
Multiple Avaya Breeze Failures
Avaya Breeze’s Take Over For Each Other By
‒ Re-Using the Media Paths for Existing Sessions
‒ Existing Connections (Calls) Are Preserved
‒ Sending INVITE-Replaces to Re-Create the Signaling Paths
‒ Calls In-Queue (CC) Are Preserved.
Breeze
Breeze
© 2016 Avaya Inc. All right reserved 72
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 73
NOTICE
“The information contained herein is provided for information purposes
only and is intended only to outline Avaya’s presently anticipated general
technology direction. The information in the roadmap is not a commitment
or an obligation to deliver any product, product feature or software
functionality and Avaya reserves the right to make changes to the content
and timing of any product, product feature or software release. Prices for
any future product or software included herein will be separately negotiated
when and if such product or software becomes available."
© 2016 Avaya Inc. All right reserved 74
UNDERSTANDING RELEASE ROADMAPS
On the Truck In the Factory In Design Shop
GA Planned Concept
GA-Controlled
Introduction Specific use cases or
configurations
Unrestricted GA
Anywhere, any
configuration, in any
quantity
Fully tested
Quality Release
Feature Packs
Simple way add new
features
© 2016 Avaya Inc. All right reserved 75
Communication Manager
Session Manager
System Manager
Media Server
Scalability Management Serviceability Security Virtualization Reliability
Avaya Breeze
Communication Manager
Call Center Elite
Session Manager
System Manager
Media Server
Scopia
Avaya Applications
Co
-Bro
wsin
g
Mobile
Vid
eo
Enga
gem
en
t C
all
Contr
ol
Ava
ya
N
otification
Pre
se
nce
&
IM
Work
A
ssig
nm
en
t
Co
nte
xt
Sto
re
Real-
tim
e
Spee
ch
WebR
TC
A
udio
Enga
gem
en
t D
esig
ner
Scopia
SM
S
Em
ail
3rd
Part
y
ISV
D
evelo
ped
Co
rpora
te
Ente
rprise
De
velo
ped
In Memory Data Grid
Avaya Breeze™
Park
and
Page
E
nga
gem
en
t A
ssis
tant
Orc
hestr
ation
Desig
ner
Task
Colle
cto
rs
Call
Redir
ection
Manag
er
Sm
art
Calle
r ID
Avaya
Analy
tics
Avaya
Chatb
ot
Message
Record
ing
Event
Pro
cessin
g
Call
Com
ple
tion
© 2016 Avaya Inc. All right reserved 76
AVAYA BREEZE ROADMAP
Real Time Speech Query
Snap-In and EDP
Enhancements
EDP Cloud
Remote Engagement Call
Control
Avaya Omni Center
Customer Engagement
Avaya Aura and
Cloud Enablement
More effective speech query
EDP platform improvements
and component updates
Snapp Store tool support
Developer Preview only
Competitive offer to other
vendors for call manipulation
Support the Onmi Center
Customer Engagement Solution
Support Avaya Aura JITC
Certification
Support public, private, and hybrid
cloud deployments.
Usage based for cost management
• RTS Query by Reference,
Query on Mixed Audio Stream,
Query Schema, Validation of
Query ID
• ECC events contain UUI
(Context ID),
• Flexible Call Leg with 1- and 2-
party Make Call
• General Use Cluster DB for
Avaya Snap-ins
• Callable Services
• Record and Play
Announcements
Developer preview for up to 6-
12 friendly customers
Provide DID and SMS numbers
and a set of REST based APIs
Support pre call handling in a
hosted environment
Support for Avaya Omni Center
release
User authentication and
authorization framework
Eventing enhancements for
reporting and analytics
Message Record and Play Snap-in
to complete the ACE transition
Support the large bare metal
AAMS option for RTS
Platform maturity
Support IPv6 and JITC certification
of PS 7.x
Support cloud via multi-tenancy
and usage based tracking
Project Breeze Developer Preview
TH
EM
E
BU
SIN
ES
V
AL
UE
Avaya Breeze 3.2 (Concept/Engage)
Ke
y F
ea
ture
s
EDP 3.1.1 Dec 21 2015
(GA)
Avaya Breeze 3.3 (Pre-Concept)
© 2016 Avaya Inc. All right reserved 77
AGENDA
Avaya Breeze Overview
Engagement Designer
Use Cases Examples
Snap-ins and Adaptors
Call Intercept Scenarios
Customer Journey Example
Reliability
Roadmap
Reference Material
© 2016 Avaya Inc. All right reserved 78
WAYS THAT YOU CAN SOLVE CUSTOMER PROBLEMS
WITH AVAYA BREEZE
Write your own snap-ins that are full applications / features for your customers
Write Connectors to off-board services supplied by you or other third-parties
Assemble snap-ins from the Snapp Store (written by Avaya, ISVs or others) to create powerful solutions
Consult with Avaya Professional Services to write custom snap-ins for your customers if you don’t have the expertise
Become proficient with Engagement Designer, especially if you don’t have Java expertise
© 2016 Avaya Inc. All right reserved 79
Sales Information: https://sales.avaya.com/cs/Sites?lookuphost=/&lookuppage=/en/pss/engagement-development-platform
ABAYA BREEZE AND SNAP-IN REFERENCE MATERIAL
Lab Environment: www.avayalive.com/collaboratory
Developer Information: www.avaya.com/edpdeveloper
© 2016 Avaya Inc. All right reserved 80
Avaya Breeze
Avaya.com:
– http://www.avaya.com/usa/product/avaya-breeze/
– http://www.avaya.com/usa/product/avaya-snap-ins/
Avaya Sales Portal:
– https://sales.avaya.com/en/pss/engagement-development-platform
Avaya Support Documentation:
– https://support.avaya.com/products/P1462/avaya-breeze-platform
Avaya DevConnect and Developer Forums
– http://www.devconnectprogram.com/site/global/products_resources/avaya_breeze/overview/index.gsp
– http://www.devconnectprogram.com/forums/forums/show/18.page
Collaboratory www.avayalive.com/collaboratory
Avaya Learning http://avaya-learning.com
Contact us at [email protected]
ADDITIONAL RESOURCES
© 2016 Avaya Inc. All right reserved 81
ENGAGEMENT DESIGNER, COLLABORATORY, AND
SNAP-INS - RESOURCES
Engagement Designer: https://sales.avaya.com/en/pss/avaya-engagement-designer
AvayaLive™ Collaboratory: https://avayalive.com/collaboratory/
Presence Services: https://sales.avaya.com/en/pss/avaya-aura-presence-services
Call Park and Page: https://sales.avaya.com/en/pss/avaya-call-park-and-page-snap-in-uc
Engagement Assistant: https://sales.avaya.com/en/pss/avaya-engagement-assistant-snap
Context Store: https://sales.avaya.com/en/pss/avaya-context-store-snap-in
Work Assignment: https://sales.avaya.com/en/pss/avaya-work-assignment-snap-in
WebRTC: https://sales.avaya.com/en/pss/avaya-webrtc-snap-in
Real-time Speech: https://sales.avaya.com/en/pss/avaya-real-time-speech-snap-in
© 2016 Avaya Inc. All right reserved 82
SELLING AVAYA BREEZE:
WATCH VIDEO SNACKS FOR BUSY SALES PEOPLE
Avaya Breeze represents an exciting opportunity to change the game with your customers!
Written by fellow sales people, these video snacks provide insights, tactics and knowledge you need to win deals and drive customer value
Combined with the Conversation Guide and Infographic, they provide a complete enablement kit for your next game-changing customer interaction.
– Module 1 - Getting Ready
– Module 2 - What is Engagement Development Platform?
– Module 3 - 5 Step Plan for Sales Discovery
– Module 4 - Use Cases
– Module 5 - Making the Sale --from A to Z
https://sales.avaya.com/en/pss/uc-engagement-development-platform
© 2016 Avaya Inc. All right reserved 83
SELLING AVAYA BREEZE:
GETTING A DEVELOPMENT QUOTE
Generating an APS Custom Quote
Create a New Quote using ProServices Now at www.avaya.com/proservicesnow.
DevConnect Partner for Custom Applications
Supported through DevConnect Technology Partners. Please visit the
DevConnect Marketplace (www.devconnectmarketplace.com) for Technology
Partners offering Custom Development & Professional Services solutions, or
contact the DevConnect business team ([email protected])
The DevConnect Business Development Manager will work to identify and
match your opportunity with current DevConnect Technology Partners
Visit Our Smart City
6:30pm 9:00pm
Monday, April 4
7:00am 8:30am
12:15pm 1:30pm
Tuesday, April 5
7:00am 8:30am
12:15pm 1:30pm
6:00pm 8:00pm
Wednesday, April 6
7:00am 8:30am
(Expo closes after
breakfast)
Thursday, April 7
Expo Hours
Complete your survey at the end of the session in the Mobile App
✓
✓
✓
✓
✓
© 2016 Avaya Inc. All right reserved 87
AVAYA BREEZE 3.1 ARCHITECTURE